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Returns & Claims Policy

Need to make a return?

Please use our online Returns & Claims Request Form

  • All Returns / Exchanges / Claims must be approved prior to any return or exchange.
  • Refusals upon delivery still require a return authorization and pre-written consent because materials have to be returned to a 3rd party warehouse.
  • All Returns subject to a 35% restocking fee and return freight if applicable.
  • Discontinued items can not be cancelled or returned. All sales final if shipped or picked up out of warehouse on dropped products. No refunds or credits will be eligible if specified that the materials were discontinued.
  • Unopened items may be returned within 7 days of receiving (if authorized with Return Agreement).
  • All boxed items must have 5 cartons (of same dye-lot) to be returnable.
  • All exchanges will require permission and prior approval prior to exchanging at a local warehouse.
  • An exchange is not eligible if the material is already opened or damaged.
  • Items are only returnable if there is existing material in the same lot or serial number.
  • No cut sheet goods or rolls of material can be returned under any circumstances.
  • All accessory products / adhesives cannot be returned under any circumstances.
  • Special order items can not be cancelled or returned.
  • You must request an RA # prior to the return to be eligible for a credit.
  • Any order returned without a Return Agreement Number will be denied for credit.
  • Return Policy for Shaw, COREtec, Anderson Tuftex:

    The minimum order to qualify for a return is 250 square feet for Shaw Floors brands.

Cancellations

  • If an order is canceled we will credit your account or send a refund by check.
  • Each transaction is subject to a 3% processing fee if the order is not canceled within 24 hours.
  • Special orders cannot be canceled or returned without prior authorization.

 

Refunds

  • You should expect to receive your refund within 30 days of giving your package to the return shipper, however, in many cases you will receive a refund more quickly if processed online.
  • The time period includes the transit time for us to receive your return from the shipper 5-10 business days, the time it takes us to process your return once we receive it 3-5 business days, and the time it takes your bank to process our refund request 5-10 business days.